Quality & Training Team Manager - Contact Centre

Your Opportunity, Your Team

The Contact Centre Quality & Training Manager supports our customer service and experience function for QVC UK. In this role, you will lead and develop the UK Customer Experience 'Quality & Training' Team, setting direction and being accountable for daily management and achievement of goals and KPIs. You will create a great place to work and deliver an outstanding customer experience, playing a key role in shaping our quality and training programmes.

Where You'll Work

This role is onsite and will require you to work from our Knowsley site daily.

What You'll Do

• You will lead, coach, and develop the Quality & Training Team, ensuring alignment with QVC's Leadership Competency Model
• You will guide the delivery of quality assessments and audits, advancing our customer experience strategy
• You will identify and fulfil training needs for new and existing team members, supporting recruitment and on...